Call Design Training & Events Training Courses WFM123

WFM123

This course is not specific to any workforce management tool. It teaches the basic workforce management fundamentals that are essential for all workforce planners to know and understand. Topics include how to forecast, including a look at data collection/interpretation and recommended forecasting techniques, steps for calculating staff requirements, and best practices in scheduling staff and meeting daily service goals.

This seminar is designed around case study problems that cover typical forecasting and scheduling scenarios, and the complications of skill-based routing, emails, and outbound calling.

Course Details - Overview

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Module 1: Introduction to Workforce Management
  • What is workforce management (WFM)
  • Impact of poor WFM
  • What makes call center staffing unique
  • The basic steps of workforce management
Module 2: Data Collection and Analysis
  • The data collection process
  • Sources of call data
  • Data validation/dealing with aberrations
  • Business drivers and factors
Module 3: Forecasting Call Center Workload
  • Time series analysis
  • Calculating trend
  • Identifying seasonal patterns
  • Calculating day-of-week factors
  • Identifying time-of-day patterns
  • The impact of special events
  • Shortcut forecasting approaches
Module 4: Planning Resource Requirements
  • Defining service goals:  Service level, ASA
  • Calculating average handle time
  • The relationship between workload and staff Calculating staff workload
  • Erlang staffing models
  • Case problem:  Step-by-step staffing design
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Module 5: Understanding Staffing Tradeoffs
  • Service versus staff relationship
  • Economies of scale
  • Agent occupancy
  • Consolidation case problem
  • Calculating staff for outbound calling
  • Calculating staff for email demands
Module 6: Scheduling Call Center Staff
  • Balancing contact center and agent needs
  • Basic scheduling principles
  • Calculating schedule requirements
  • The impact of workforce shrinkage
  • Coverage objectives
  • Components of scheduling
  • Shift span
  • Days on/off
  • Start/stop options
  • Schedule creation case problem
  • Implementation challenges and tips
Module 7: Managing Daily Schedules and Service
  • Tracking schedule adherence
  • Monitoring intra-day variations
  • Tracking and reporting service
  • Daily reaction strategies
    • Staffing plans
    • Call flow strategies
Module 8: Managing Attendance and Adherence
  • Impact of adherence problems
  • Quantifying the impact
  • Diagnosing reasons for non-adherence
  • Adherence strategies
  • Attendance strategies
Module 9: End-of-Course Review and Assessment

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